CX Strategy Manager

Kikoff; San Francisco (CA); On-site; USD 175,000 - 200,000; Full time

Job summary

A FinTech unicorn is seeking a CX Strategy Manager to enhance customer experience through automation and measurement. This role will define systems and metrics while leading initiatives to improve user interactions. The ideal candidate has 6–10 years of experience in CX or product operations, proven analytical skills, and a history of managing cross-functional teams. This position offers a competitive salary range of $175,000 - $200,000 in San Francisco, California.

Qualifications

• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles.
• Proven experience owning tooling, systems, or automation in a CX or operations environment.
• Strong analytical foundation and experience using metrics to drive decisions.

Responsibilities

• Own chatbot and AI automation strategy.
• Define and own core CX metrics and build dashboards.
• Drive cross-functional initiatives to resolve CX issues.

Skills

CX experience

Analytical skills

Cross-functional leadership

Tools

Zendesk

Job description

Kikoff: A FinTech Unicorn Powering Financial Progress with AI
At Kikoff, our mission is to provide radically affordable financial tools to help consumers achieve financial security. We're a profitable, high growth FinTech unicorn serving millions of people, many of whom are building credit or navigating life paycheck to paycheck. With innovative technology and AI, we simplify credit building, reduce debt, and expand access to financial opportunities to those who need them the most. Founded in 2019, Kikoff is headquartered in San Francisco and backed by top-tier VC investors and NBA star Stephen Curry.

Why Kikoff:

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

About this role

As the CX Strategy Manager, you will own how customer experience scales across automation, tooling, and measurement. This role is responsible for defining the systems, metrics, and strategy that shape how customers interact with Kikoff—and how efficiently we support them.

This role directly influences company-level decisions around how customers access support, where to invest in experience improvements, and how to balance customer satisfaction, cost, and risk.

AI Automation & CX Systems

• Own chatbot and AI automation strategy (coverage, containment, escalation quality)
• Expand automation beyond chatbots, including agent‑assist / copilot systems and automated servicing workflows
• Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales
• Lead development of internal tools that significantly improve team efficiency and quality
  

CX Strategy, Measurement & Decision-Making

• Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume
• Build dashboards and establish consistent measurement frameworks across CX
• Own and drive decisions on key CX levers using ROI frameworks
• Analyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)

CX Gap Identification & Execution

• Own cross-functional CX issues
• Complex trade‑offs in onboarding, payments, and other core areas
• Dead‑end experiences where users fail silently
• Root causes of complaints and regulatory risk
• Drive cross‑functional initiatives to resolve these issues and improve end‑to‑end customer experience

Team & Cross‑functional Leadership

• Hire, manage, and develop CX Strategy Associates
• Partner x-functionally to improve efficiency and influence roadmap decisions
• Serve as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights

Expertise & experience required

• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
• Proven experience owning tooling, systems, or automation in a CX or operations environment
• Strong analytical foundation and experience using metrics to drive decisions
• Experience owning or influencing cost, efficiency, or volume‑related metrics
• Experience leading complex, cross‑functional initiatives
• Experience managing or mentoring team members

Nice to have:

• Experience with AI/chatbot platforms and automation systems
• Deep familiarity with CX tooling (Zendesk or similar)
• Experience in high‑growth consumer companies
• Experience improving efficiency metrics (deflection, cost per contact, etc.)

Base Range

$175,000 - $200,000 USD

Equal Employment Opportunity Statement

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.